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Help Desk Metrics

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Help Desk Metrics Susan Alexander, CMU Debbie DeYulia, Duke Ken Fauerbach, NYU Susan Grajek, Yale Karen Van Dusen, CMU Agenda What you want to know? – PowerPoint PPT presentation

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Title: Help Desk Metrics


1
Help Desk Metrics
  • Susan Alexander, CMU
  • Debbie DeYulia, Duke
  • Ken Fauerbach, NYU
  • Susan Grajek, Yale
  • Karen Van Dusen, CMU

2
Agenda
  • What you want to know?
  • CSG Help Desk Survey Metrics Results
  • Possible Service/Help Desk Metrics Framework
  • Relationship of Service to Help Desk
  • Example of ticketing system stats and story
    behind the numbers
  • Supporting a New Service Roll out
  • Benchmarking

3
Question
  • What do you want to know about the help desk?

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9
Relationship of Service Performance to Help Desk
Utilization
10
Relationship of Service to TicketsSeptember Help
Desk Tickets for ResNet Service
11
September Help Desk Tickets for ResNet
Servicewith Context
12
September Help Desk Ticketsfor ResNet Service by
Item
13
New Service Roll Outs
  • Susan Grajek, Yale

14
Help Desk functional support
15
Help Desk staff required for functional support
16
Benchmarking
  • Karen Van Dusen, CMU

17
Benchmarking
  • Interest in benchmarking ITIL-based (or other)
    metrics with CSG peers?
  • Work already done by Stanford and MIT, at least
    (NYU participated in survey in 2003)
  • A modest proposal (redux)
  • Name a CSG benchmarking contact for each member
    institution
  • starting place for CSG surveys and other ad-hoc
    benchmarking
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